Bilingual IT Help Desk Customer Service Representative

Title: Bilingual IT Help Desk Customer Service Representative
Duration: 12 months
Location: Tampa, FL  (Hybrid)
The candidate must be able to work 50% onsite in Tampa, FL, so local candidates only please.

Job Summary
As a member of the Specialty Service Desk, you will be responsible for delivering world class IT support to employees and partners in the Field and Scientific divisions. This position is responsible for handling all aspects of inbound customer requests/incidents across multiple channels (chat, phone, email, web). This includes logging, triaging, resolving or escalating issues and timely follow up of service requests/incidents. You must be able to demonstrate your willingness to research more complex issues and bridge knowledge gaps.


Must Have List:

• Bilingual (Fluent in English and Spanish). Candidate must be able to speak and write in Spanish.
• Minimum of 2 years IT Help Desk experience.
• Experience with call center telephony and ticket system software such as ServiceNow.
• Experience supporting applications running on Windows operating system.
• Flexibility for working hours (Any shift between 7am thru 7PM Monday - Friday)
• Bachelor’s degree preferred but HS Diploma with equivalent experience will be considered.
• It is important that candidates submitted are fluent in Spanish. They must be able to speak, read and write in Spanish. We have had candidates submitted in the past that could not write in Spanish. Please ensure that this does not occur again. 

What you get to do every day:

• Handle incoming inquiries (calls, chats, tickets) and/or redirect inquiries, if necessary, to appropriate support groups for resolution while setting End User expectations during the initial interaction.
• Create tickets and document all activities in ticket system (ServiceNow) in line with our quality standards.
• Perform troubleshooting to resolve or escalate to the appropriate Tier 2 teams.
• Research and resolve more complex Field/Scientific application and business process issues. Identify trends where applicable.
• Provide follow-up and status update inquiries to End Users on your open ticket queue and ensure every effort is made to meet SLA’s.
• Utilize Knowledgebase to address End User inquiries and create Knowledgebase draft articles to address knowledge gaps.
• Participate in application testing, upgrades and deployment, and internal Service Desk projects as needed.
• Adhere to all Service Desk processes and procedures.
• Drive quality, process improvement and innovation to optimize service delivery.

**NOTE: Responsibilities of this role are not limited to the details above. **Position is offered by a no fee agency. 
Location : 4931 George Road, Tampa, Florida, United States, 33634 
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
 
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.

Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation. 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $9.86/hr.